[Remote] Debit Card Support Representative II

Note: The job is a remote job and is open to candidates in USA. Jack Henry is a technology company focused on redefining how community banks and credit unions connect with their clients. They are seeking a Debit Card Support Representative II to provide support and assistance to clients, resolving cases related to card processing and customer inquiries.

Responsibilities

• Provides customer service in a high-volume support area - transaction research, general application and report inquiries, card processing , etc
• Research customer problems/issues to increase personal knowledge and familiarity with the supported products and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades
• Identifies and resolves application service issues. Answers general application questions and any other questions that may arise
• Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level
• Answers phones, logs new/updates existing cases, monitors incoming cases, and provides resolution following Service Level Standards (SLS). Uses available support tools to assist the customer and/or recreate the issue
• Participates in training programs to continuously improve product knowledge and service skills
• May perform other job duties as assigned

Skills

• Minimum of 18 months of experience in a customer service role, debit card services, or backroom operations for a financial institution
• The anticipated hours for this position are 9:00am to 6:00pm CT from Monday through Friday. The applicant must remain available to work during the hours of 7:00 am to 7:00 pm CT
• This position may require working holidays, weekends, or extended hours as business needs dictate
• General understanding of troubleshooting techniques and practices
• Strong knowledge of the Silverlake System, CIF 20/20 core system and/or CPS systems
• Fiserv Optis system knowledge
• Ability to type 35-40 WPM

Benefits

• Comprehensive benefits designed to support your physical, mental, and financial health

Company Overview